Our Mission
Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.
Overview
How you can make a difference
The Director, AI Enablement, is accountable for how AI is strategically applied across the customer experience to deliver measurable business and customer outcomes. This role ensures AI investments are grounded in real customer pain points, embedded into priority journeys, and scaled responsibly to improve experience, resolution, and operational efficiency. Success is defined by what changes for customers and the business, not by pilots, tools, or experimentation.
What you'll be doing
- Own the enterprise strategy for applying AI through the customer experience, aligned to priority journeys and business outcomes
- Identify and prioritize AI use cases based on Voice of Customer insights, journey analytics, contact drivers, and business impact
- Ensure AI is used to reduce friction, increase clarity, and improve customer confidence, not simply to automate tasks
- Partner hands‑on with data science, engineering, product, and operations teams to shape AI use cases from concept through scaled deployment
- Guide solution design to ensure models are operationally viable in live CX environments
- Ensure AI capabilities are embedded into the CX operating model and AI solutions are explainable, trustworthy, and responsibly deployed
- Manages and carries out the personnel actions for direct reports, including but not limited to hiring and scheduling; training and evaluating; coaching and managing performance; making salary, merit, or other compensation recommendations for team of direct reports; and making recommendations and/or taking corrective or disciplinary action as appropriate.
- Accountable for measurable CX and operational results and continuously validate impact
- Influence senior stakeholders across CX, Product, Technology, and Operations without direct ownership
- Make explicit tradeoff decisions across competing AI opportunities, balancing customer impact, feasibility, and speed to value
- Drive rapid validation and iteration of AI use cases (0→1→scale), prioritizing speed and learning over perfect initial solutions
What you will need to be successful
- Bachelor’s degree required; technical, analytics, or data‑driven background preferred
- 12+ years of related experience in AI, advanced analytics, CX technology, or digital enablement
- Direct ownership of AI‑driven CX decisioning systems, including model orchestration, guardrails, escalation logic, and performance monitoring.
- Hands‑on experience applying AI/ML in CX contexts (e.g., NLP, automation, predictive analytics including autonomous or semi‑autonomous (agentic) customer actions with defined human‑in‑the‑loop co